Director, Business Process Outsource Operations
About The Position
The Director, Business Process Outsource Operations will lead all outsourced business services delivered through 3M Global Business Services (GBS) BPO partners. This role is responsible for ensuring effective performance, governance, and strategic alignment with GBS objectives. The Director will oversee the performance, governance, and strategic alignment of the organization’s Business Process Outsourcing (BPO) partners, ensuring that vendor-delivered services meet operational expectations, comply with business requirements, and support continuous improvement. The position serves as the primary business interface with BPO partners, driving efficiency, consistency, and service quality across supported functions. The role emphasizes collaboration with innovative 3Mers globally to make an impact.
Requirements
- Bachelor’s degree or higher in business, engineering, supply chain, technology, or operations (completed and verified prior to start)
- Twelve (12) years of progressive leadership experience in a private, public, government, or military environment in shared services, BPO operations, service delivery, or global business operations in a private, public, government or military environment.
Nice To Haves
- Master's degree (preferred)
- Demonstrated expertise in vendor governance, performance management, and operational risk oversight.
- Strong background in digital transformation, including automation, analytics, and AI‑enabled process improvement.
- Proven leadership skills with the ability to influence senior stakeholders and manage cross‑functional teams.
- Experience leading BPO operations in a Global Capability Center or Global Business Services environment.
- Familiarity with global contracts, commercial models, and multi‑vendor ecosystems.
- Background in Lean, Six Sigma, or continuous improvement methodologies.
- Experience driving large‑scale transformation or technology‑enabled operating model redesign.
Responsibilities
- Leads governance and relationship management with BPO vendors to ensure delivery performance, service quality, and alignment with business and digital transformation objectives.
- Supports contract execution by monitoring compliance with service level expectations, escalation protocols, risk controls, and commitments related to automation, analytics, and AI enablement.
- Drives operational effectiveness by partnering with internal stakeholders and BPO teams to optimize processes, standardize service delivery, and embed digital and AI capabilities where beneficial.
- Implements performance management routines, including business reviews, performance reporting, issue resolution mechanisms, and corrective action plans that account for both operational and technology-driven improvements.
- Coordinates long-term capability development by fostering innovation, scalability, and technology adoption with BPO partners to strengthen overall service excellence and digital maturity.
Benefits
- Many programs to help you live your best life – both physically and financially.
- Competitive pay and benefits (benchmarked with other companies).
- Medical
- Dental & Vision
- Health Savings Accounts
- Health Care & Dependent Care Flexible Spending Accounts
- Disability Benefits
- Life Insurance
- Voluntary Benefits
- Paid Absences
- Retirement Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
